Customer Success Manager

1 week ago

Pyrmont, New South Wales, Australia Thomson Reuters Full time

Do you enjoy maximising customer benefits from Legal Solutions?

We are seeking a Customer Success Manager (CSM), responsible for supporting Thomson Reuters growth by maximising the benefits customers receive from investment in a new AI solution, CoCounsel Core.

Based in Pyrmont, this is a crucial and rewarding individual contributor role.

About the Role:
In the role of Customer Success Manager, you will;

  • Become an expert in CoCounsel generative AI software and work closely with law firms and corporate legal teams to understand their use cases and pain points;
  • Build trusted relationships with key stakeholders at all levels within targeted prospects and existing clients;
  • Support deal close by overseeing the establishment and successful administration of Proofs of Concept and facilitated trials (including oversight of entitlement, configuration, user briefings, training and support);
  • Post-sale, oversee client setup and onboarding (including entitlement and training) and regularly engage with clients to identify new use cases and implement strategies to expand their return on investment from CoCounsel / Gen AI;
  • Capture and communicate voice of the customer to relevant TR functions including leadership, strategy, sales, proposition, presales, customer success, marketing and product teams;
  • Coordinate resolution of product and other issues impacting customers' successful use of CoCounsel;
  • Prepare and deliver project presentations and project status reports to prospects and clients.

About You?
You're a fit for the role if you have;

  • Law degree is strongly preferred, but not required
  • 3+ years working with or for a Corporate Legal Department or large, top tier law firm, preferably in a practice innovation or knowledge management department is required
  • Experience selling or supporting software solutions

Skills:

  • Growth mindset – embrace change, challenges & diverse perspectives
  • Continuous learner - ability to learn new technologies quickly
  • Cross collaboration – experience working across different functions and successful stakeholder engagement
  • Client focused, customer engagement skills -
  • Creative and resourceful problem-solving skills
  • Ability to work independently, in a dynamic fast-paced environment
  • Excellent presenter and communicator who is articulate, passionate and knowledgeable
  • Exceptional attention to detail and highly organized
  • Enthusiasm and commitment to outcomes
  • Adaptive and Self starter who shows initiative

What's in it For You?
You will join our inclusive culture of world-class talent, where we are committed to your personal and professional growth through:

Hybrid Work Model: We've adopted a flexible hybrid working environment (2-3 days a week in the office depending on the role) for our office-based roles while delivering a seamless experience that is digitally and physically connected Wellbeing: Comprehensive benefit plans; flexible and supportive benefits for work-life balance: flexible vacation, two company-wide Mental Health Days Off; work from another location for up to a total of 8 weeks in a year, 4 of those weeks can be out of the country and the remaining in the country, Headspace app subscription; retirement, savings, tuition reimbursement, and employee incentive programs; resources for mental, physical, and financial wellbeing. Culture: Globally recognized and award-winning reputation for equality, diversity and inclusion, flexibility, work-life balance, and more. Learning & Development: LinkedIn Learning access; internal Talent Marketplace with opportunities to work on projects cross-company; Ten Thousand Coffees Thomson Reuters café networking.

Social Impact: Ten employee-driven Business Resource Groups; two paid volunteer days annually; Environmental, Social and Governance (ESG) initiatives for local and global impact.

Purpose Driven Work: We have a superpower that we've never talked about with as much pride as we should – we are one of the only companies on the planet that helps its customers pursue justice, truth and transparency. Together, with the professionals and institutions we serve, we help uphold the rule of law, turn the wheels of commerce, catch bad actors, report the facts, and provide trusted, unbiased information to people all over the world.
#LI-NT1

Do you want to be part of a team helping re-invent the way knowledge professionals work? How about a team that works every day to create a more transparent, just and inclusive future? At Thomson Reuters, we've been doing just that for almost 160 years. Our industry-leading products and services include highly specialized information-enabled software and tools for legal, tax, accounting and compliance professionals combined with the world's most global news services – Reuters. We help these professionals do their jobs better, creating more time for them to focus on the things that matter most: advising, advocating, negotiating, governing and informing.

We are powered by the talents of 26,000 employees across more than 70 countries, where everyone has a chance to contribute and grow professionally in flexible work environments that celebrate diversity and inclusion. At a time when objectivity, accuracy, fairness and transparency are under attack, we consider it our duty to pursue them. Sound exciting? Join us and help shape the industries that move society forward.

Accessibility

As a global business, we rely on diversity of culture and thought to deliver on our goals. To ensure we can do that, we seek talented, qualified employees in all our operations around the world regardless of race, color, sex/gender, including pregnancy, gender identity and expression, national origin, religion, sexual orientation, disability, age, marital status, citizen status, veteran status, or any other protected classification under applicable law. Thomson Reuters is proud to be an Equal Employment Opportunity/Affirmative Action Employer providing a drug-free workplace.

We also make reasonable accommodations for qualified individuals with disabilities and for sincerely held religious beliefs in accordance with applicable law.

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